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SELECT for Help Desk Agents
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Survey Results for Tony Sample
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ID: | |
Test Date: 11/21/2009 3:32:34 PM | |
Organization: Standard Reports | |
This Report Is Confidential
Use This Report To Make Good Decisions
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Tony Sample
11/21/2009 3:32:34 PM
SELECT for Help Desk Agents Results | ||||||||||||
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Random Response:A check for random responding. If Invalid, the candidate could not or did not read the test well enough to avoid responding randomly, and these results should not be used. |
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Integrity Index:A measure of the candidate's attitudes about personal integrity and work ethic. |
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Performance Index:A measure of the traits associated with successful performance in this job. |
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Performance Sub-scale Analysis:The table presents the candidate's scores for each sub-scale of the Performance Index. Flagged areas should be probed in the interview. |
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Tony Sample
11/21/2009 3:32:34 PM
SELECT for Help Desk Agents Details | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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Job Task Responses:
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Tony Sample 11/21/2009
3:32:34 PM
SELECT for Help Desk Agents Counterproductive Behaviors |
(This candidate had no undesirable responses to any of the counterproductive questions.) |
Tony Sample
11/21/2009 3:32:34 PM
SELECT for Help Desk Agents Interview | ||||||||||||
Preparation:
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STEP 1: Open the InterviewHello, my name is ____________ and I'm the _____________ (your position). We're pleased that you are interested in this position. The purpose of this interview is to learn more about you and your work experiences. I will be asking you some questions about your previous experience, how you approach certain things, etc. You will probably see me jotting down some notes -- that's to help me remember better what you said after the interview is over. There are no correct or incorrect answers; what we want is to learn more about you. At the end, I'll leave some time to answer any questions you might have. If you are ready, we can begin. | ||||||||||||
STEP 2: Review the Application and Investigate Potential Problem Areas
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Example Questions:I see that you were unemployed from _____to _____. Please tell me about this period of unemployment.I see that you left your previous employer for personal reasons. Would you explain further? I noticed that you have changed jobs frequently in the recent past. Why? | ||||||||||||
STEP 3: Review Test Flags and Begin In-depth QuestionsWhile asking the following interview questions, be sure to listen and probe in the following areas:
1. Tell me about your responsibilities in your previous (or current) job. Which did you like most and why? Also, which did you like the least and why? (Listen for relevant work experience, likes and dislikes that may or may not fit this job.) | ||||||||||||
2. Why are you considering leaving or why did you leave your current/last job? (Listen for reliability, job fit.) | ||||||||||||
3. What attracts you to this job with our company? (Listen for a desire to work and a desire to serve others as well as an interest in your organization.) | ||||||||||||
4. Have you ever worked or volunteered in a position where you primarily assisted people over telephone? How did you like it? How successful were you? (Probe for willingness to serve the needs of others.) | ||||||||||||
5. How would you describe yourself as an employee? What are your strengths? What things do you think you might need to improve? (Listen for work ethic, willingness to serve others.) | ||||||||||||
6. What type of people do you like best? And least? Why? (Listen for openness and a lack of prejudice.) | ||||||||||||
7. What type of supervisor do you like best? Why? (Listen for a willingness to be supervised.) | ||||||||||||
8. Think of a company that you feel provides good customer service. What is it about this company that makes you think of them? (Listen for service knowledge, values.) | ||||||||||||
9. Tell me about a time when someone failed to provide good service to you. Give me examples of what the person did poorly. How could he/she have improved? (Listen for service knowledge, values.) | ||||||||||||
10. Sooner or later, we all have to work with a customer who is unreasonable. What types of behavior would you find most frustrating? How would you respond under such a circumstance? (Listen for openness, tact and ability to handle difficult people.) |
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11. From your understanding of the job, what aspects of the job will you like the most? What are some things you might dislike? (Listen for job knowledge and job fit responses.) |
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If you are still concerned about the Performance Flag areas, here are some additional questions to ask:Low Multi-tasking: What type of work do you like? Do you like variety or consistency? Would you rather focus on one task or do several at the same time? (Listen for a dislike for or an inability to multi-task.)Low Acceptance of Diversity: What types of co-workers do you like? What kind do you dislike? Describe situations in which you have provided service or done things for other people. What did you do? How did they respond? Are there some types of people you do not like to serve (help)? Why? (Listen for prejudices or biases that may influence how he/she would behave with co-workers and others on the job.) |
Tony Sample
11/21/2009 3:32:34 PM
SELECT for Help Desk Agents Interview | |||||||||||||||||||||||||||||||||||||||||||||
STEP 4: Conclude the InterviewThose are all the questions that I have for you. I appreciate the time that you have given to me. Is there anything that you would like to ask me? | |||||||||||||||||||||||||||||||||||||||||||||
STEP 5: Make the Hiring Decision
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Use the following checklist to guide your decision. Please indicate
your recommendation and write your comments in the appropriate
Recommendation box. In addition, write your initials in the Initials
column.
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